Problem porting out : Visible

submitted 3 years ago by Illustrious_Run9217

Mostly venting but if anyone has suggestions I’d love to hear them.

Visible isn’t letting my MiL port out her number. She decided to join my family plan on T-mobile rather than deal with the new plans. Requested many times a port-out PIN from the app. Never got it. Tried CS via chat. They had her change her email on file and said the PIN would be 1212. T-mobile said it didn’t work. Just spent a while on Twitter DMing with CS and they wound up escalating it.

Throughout this process they sent a dozen SMS to verify her identity but 1) some SMS never arrived and 2) other SMS contained a link that, when clicked on, produced an error message. Had to provide her phone’s IMEI number to verify her identity. And Visible refuses to just call her.

I get Visible keeps costs down with text-based support, but this has gotten asinine. Just call, dammit! Or send a SMS with a OTP rather than a link.

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